Refund and Return Policy

Thank you for shopping with Explore Cool Japan.

We want you to enjoy the products you purchase from our store. If there is a problem with your order, please contact us and we will review the situation and work with you to find an appropriate solution.

Returns and Right of Withdrawal

For customers in the European Union, you may have a legal right to withdraw from your purchase within 14 days from the day you receive the last item in your order, without giving a reason, subject to applicable law and any legal exceptions.

If you exercise a legal right of withdrawal, please contact us within the applicable withdrawal period and follow the return instructions we provide.

For customers outside the European Union, returns and refunds are handled in accordance with the applicable laws and the terms of this policy.

Nothing in this policy limits or excludes any mandatory rights you may have under applicable consumer protection laws. Where applicable law provides a right to return, withdraw, cancel, repair, replace, or receive a refund, that right will take precedence over this policy.

Exceptions to the Right of Withdrawal

Certain products may be excluded from a legal right of withdrawal under applicable law.

For example, exceptions may apply to products that are:

• Perishable or liable to deteriorate or expire rapidly.
• Made to the customer's specifications or clearly personalised.
• Sealed products that are not suitable for return for health or hygiene reasons after being unsealed.
• Other products or services for which a legal exception applies.

Where an exception applies, the applicable product information or order terms will indicate this where required by law.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from the item you ordered, please contact us as soon as possible.

For efficient handling of shipping damage or an incorrect shipment, we recommend contacting us within 7 days of delivery and providing:

• Your order number.
• Clear photographs of the item.
• Photographs of the packaging and shipping label, where applicable.
• A description of the problem.

The 7-day period above is intended to help us investigate and resolve problems promptly. It does not limit any longer return, withdrawal, repair, replacement, refund, or other legal rights that may apply to you.

Please do not send an item back before receiving return instructions from us.

Condition of Returned Items

Where a return is permitted, the item should be returned in accordance with the applicable return instructions.

Where permitted by applicable law, a customer may be responsible for any diminished value resulting from handling the product beyond what is necessary to establish its nature, characteristics, and functioning.

For collectible products, including trading cards, please review the product description and photographs carefully before purchase. This does not affect any mandatory legal rights that apply to the customer.

Refunds

If a return is approved or a refund is otherwise required, we will issue the refund to the original payment method unless otherwise agreed or required by applicable law.

For a legal withdrawal by an EU customer, refunds will be handled in accordance with applicable EU and national law.

Where required by applicable law, the refund may include the applicable standard delivery charges paid by the customer. Additional costs resulting from the customer's choice of a more expensive delivery method may not be refundable where permitted by law.

For returns due to a change of mind where the customer is legally responsible for return shipping costs, those costs may be the customer's responsibility where permitted by applicable law.

For defective, damaged, or incorrectly supplied products, return shipping costs will be handled in accordance with applicable law.

Customs Duties, Taxes, and Import Charges

Customs duties, import taxes, VAT, and other import-related charges may apply depending on the destination country and the shipping arrangement for your order.

The treatment of these charges is explained in our shipping information.

Where a refund is made, the treatment of customs duties, taxes, or other import charges may depend on the applicable law, customs procedures, and the circumstances of the return.

Order Cancellation Before Shipment

If you wish to cancel an order before it has been shipped, please contact us as soon as possible.

We will try to accommodate the cancellation where possible. However, once an order has been shipped, the applicable return or withdrawal procedures will apply.

Any cancellation rights provided by applicable law will remain unaffected.

Contact Us

If you have any questions about returns or refunds, please contact us through the contact information provided on this website.

We will review each case individually and do our best to resolve the issue fairly and in accordance with applicable law.